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Customer Feedback

Key Analytic Insights to Inform Business Decisions

Today’s digital ecosystem provides a rich trove of data. For marketers, simply tracking Traditional Marketing analytic is not enough to stay ahead of the competition. Digital data can be harnessed to produce advanced insights that can be leveraged to improve Marketing effectiveness. There are three types of Digital Intelligence that you should be using to your advantage: 1. Customer Sentiment Today, customers are quick to post reviews which, in turn, influence future purchase decisions. Customer reviews and feedback are…

Serviceaide Launches the Luma Virtual Agent 2.X Series, The Next Generation Of Its Proven AI-Powered Virtual Agent

2.X Series Sets the Stage for Ongoing Innovations in Service and Support Across Automation and Knowledge Management Serviceaide, Inc., a global provider of intelligent, enterprise service management solutions, today announced the launch of the Luma Virtual Agent 2.X Series, with a new architecture designed to provide superior digital support and service.  In addition, the 2.X series sets the stage for integration of deeper, more powerful automation and knowledge management capabilities to be launched later this year.…

Businesses Rejoice: Brainito Delivers DIY Marketing Strategies, Driving Results and Boosting ROIs

The newly launched marketing firm seeks to solve business owners’ biggest marketing headaches by arming them with proven, easy-to-employ DIY marketing strategies Brainito, an exciting collective of entrepreneurs who deliver winning marketing solutions to businesses across the globe, recently opened its virtual doors for business. The solution-driven firm’s mission is to arm businesses with the tools needed to help them see prolific marketing results by solving customers’ biggest problems. Brainito’s suite of services and…

3 Steps to Channel Customer Feedback Into Product Innovation

There’s no doubt that optimizing your customer experience (CX) pays off. When products and services come with great experiences, consumers are willing to pay up to 16% more, according to PwC. However, for many organizations, it’s hard to know where to start. Most CX departments already have access to enormous quantities of customer data, captured from channels ranging from customer service conversations to feedback surveys to online reviews. So, how do you turn this avalanche of information into lasting product innovation…

Qualtrics Announces Instant Customer Feedback, a New Amazon Business Prime Benefit, Powered by Delighted

Collaboration between Delighted, a Qualtrics company, and Amazon Business empowers organizations of all sizes to listen, understand, and act on customer feedback in real-time Qualtrics, the leader in customer experience and creator of the experience management category, today announced a collaboration between Delighted, a Qualtrics company, and Amazon Business. Powered by Delighted, Instant Customer Feedback is a free, new benefit for Amazon Business customers with an eligible Business Prime membership. Organizations can…

MeaningCloud Reveals Its Offering in Deep Text Analytics to Transform Customer Feedback Into Action

With its products for Emotion Recognition, Intention Analysis and Voice of the Customer analysis, MeaningCloud provides the most complete offering in deep text analytics to level up your customer insights MeaningCloud, a leading company in text analytics and deep semantic analysis, has incorporated new products to its offering for unstructured customer feedback analysis. Marketing Technology News: Cognicion Picks SecureReview to Implement Secure Work From Home Document Review Platform Becoming a customer-focused company…

MarTech Primer: Types of Marketing Data

In 2020, Marketing leaders understand the evolving nature of Data Management Platforms. Yet, a majority of these leaders have a tough time executing their strategies. This is largely attributed to three factors - Lack of Time Inadequate tools and processes Talent Attrition Even for Marketing teams who manage to tackle these challenges have to face a serpentine task to justify their increased data and analytics budget. It’s new, but a straightforward priority - it’s ‘Privacy’. To better understand the…

System Surveyor Expands Security System Design Platform with Customer-Driven Features

Expanded product catalog features and Google Earth integration help security professionals speed delivery of exceptional, critical services System Surveyor has upgraded its intelligent system design platform created to digitize and streamline the industry's historically manual approach to site surveys and design. Driven by customer feedback, these upgrades include expanded product catalog capabilities and enhanced Google Earth functionality. Both updates augment the virtual, collaborative elements central to System…

MarTech Primer: What is Net Promoter Score

Net Promoter Score, or NPS, measures customer experience and predicts business growth. A core metric to measure customer experience management programs, it has transformed the ways of doing business across the globe. The score ranges from -100 to 100; this index measures if customers are willing to recommend business products or services. It tracks the satisfaction levels and customer’s brand loyalty. What Is a Good NPS? Global standards maintain an NPS score of 0 and above is ‘Good’, 50+ is termed as ‘Excellent’ and 70 or…

Stella Connect Releases Industry’s Most Powerful Integrated Contact Center QA Solution

Industry's first platform to give CX leaders visibility into performance with tools for driving improvement of frontline teams Stella Connect, a fast-growing, disruptive provider of SaaS Customer Experience and Contact Center quality management solutions, announced today that it has released a new quality assurance (QA) product for CX teams. Stella Connect is the only solution on the market to combine customer feedback, coaching, and now QA into a single, unified platform.  This new approach makes the QA process more…

Build a Framework for Journey Measurement

Most companies now know that customer experience is the main driver of business performance, so modern brands are putting their customers at the heart of everything they do. CX has become the main battleground for competition, and organizations aren’t keeping the purse strings tight when it comes to experience spending — IDC reports that this year, worldwide spending on CX technologies will reach a whopping $508 billion. That upward trajectory isn’t likely to abate any time soon, either. IDC expects CX tech spending to…

Huawei Recognized as a January 2020 Gartner Peer Insights Customers’ Choice for Wired and Wireless LAN Access Infrastructure

Huawei, a leading global provider of information and communications technology (ICT) infrastructure and smart devices, is excited to share that they were named a January2020 Gartner Peer Insights Customers' Choice for Wired and Wireless LAN Access Infrastructure. Huawei is the only non-North American vendor named, and has a high 4.7/5 stars as of February 5, 2020 based on 196 ratings. Huawei Recognized as a January 2020 Gartner Peer Insights Customers' Choice for Wired and Wireless LAN Access Infrastructure Gartner…

Business Reporter: Why it is critical for an Entire Organisation to Respond to Customer Feedback

The secret to effectively reacting to customer feedback is to involve the whole organisation, especially at low levels, says Critizr. It often feels like there is a big gap between customer feedback left online, and the actions taking place on the shop floor. This gap must be bridged in order to improve customer experience. According to Douglas Mancini, VP Sales EMEA at Critizr, "Customer feedback helps you to design your customer experience." A huge 88 per cent of consumers consult feedback before purchasing.…

Is Your Personalization Strategy Providing Value or Just Pushing Boundaries?

Sometimes it seems like there’s a disconnect between the world of marketers and the one everyone else inhabits. If you’ve spent any amount of time on the Marketing conference circuit this year, you’ve heard the word “Personalization” more times than you care to count. It seems that everyone in the industry is fired up about the potential of reaching consumers with messages customized to their needs and interests. However, outside the hallowed halls of Advertising Week, consumers seem a little less sanguine about marketers…

Here’s Why You Shouldn’t be Afraid of Negative Feedback in Your Customer Community

Many organizations creating an online community have had this fear: "What if we build an online community and customers just use it to say bad things about us?" Opening your community to your customers, and even prospects can feel like you’re handing them pitchforks to use against you. It’s scary to think they might be right outside your digital door ready to attack. It may help to take a different perspective. In today’s digital world, hiding from feedback doesn’t mean it doesn’t exist, or that you won’t hear about it.…

Throw out the NPS Playbook! Create a CX Strategy That Works

Net Promoter System (NPS) for measuring customer experience is no longer serving your brand The customer experience (CX) world is fundamentally changing. Customers are savvier, more demanding, and expect personalization and prompt attention. Because they’re exposed to a broader range of products and services from a variety of businesses, they have every opportunity to shop around. But businesses can survive and thrive in this environment by listening to customers, understanding their experience and responding quickly to…

How Consumer Goods Leaders Can Meet Customization Demands

Eighty-six percent of consumers want products tailored to their unique preferences. And they expect brands to make it happen: 42% of consumers who seek customized products want brands to provide a selection of options. In short, brands have their work cut out for them. To rise to the challenge, leaders in consumer goods need to harness the power of technology. But with a blank slate initiative and hundreds of tools available, where do you start? For product customization goals, look to CPQ and next-generation…

Data vs. Opinion: Why You Need Both

“Without data, you’re just a person with an opinion.” — W. Edwards Denning Rather than simplifying insight collection, the proliferation of Big Data has added complexity. Increasing regulations and concerns around privacy make data harder to collect and manage, and the widening range of channels customers engage with makes it harder to interpret accurately. Where marketers need to pivot is to balance qualitative data findings with a constant stream of quantitative, first-hand customer feedback to allow organizations to…

BlueJeans On the Go: Mobile Meetings Without Compromise

Blue Jeans Network, Inc. announced it has dramatically improved its mobile meeting experience in response to direct customer feedback about the reality of today’s mobile professional. Whether you are a remote team member, front-line worker or daily commuter, the BlueJeans mobile meeting experience will adapt to your changing set of conditions and free you from playing pocket IT professional. As a result of the optimized BlueJeans mobile experience, the user is safer and more connected to his/her environment whether that is a…

Trustpilot Launches ‘Review Insights’ Providing Smarter Intelligence from Customer Feedback

AI and Machine Learning Give Deeper Insights Beyond Star Ratings, Allowing Businesses to Spend More Time on Improving and Innovating for Their Customers Trustpilot announced the launch of Review Insights. Created to help businesses gain deeper and smarter intelligence from their customer feedback, Review Insights uses Artificial Intelligence and machine learning technologies allowing businesses to understand the nuances of customer feedback beyond any given star rating. The new tool will initially be available in English…